Troubleshoot popups
Fix Combine popups, cookie banner, age verification and exit intent popup that do not show, show too often or show all at once.
Applies to: Combine 4.2.0 and later. Added in: Combine 1.0.0. Last checked: 2026-10-13 against Combine 4.2.0.
Answers for the popups of Combine: the blocks of the Popups section (image, cookies, newsletter, custom and product), the Age verification section and the Exit intent popup. All three are in the theme editor sidebar, after the Footer group.
Most popup questions come from one rule: Combine remembers a closed popup in the customer's browser. Test popups in a private browser window, which behaves like a new customer.
Why does my popup not show?
Check these, in order:
- Enable popup is on in the popup block. New popups are off.
- Visibility includes the page you are on, for example not Homepage only on a product page.
- You are on the storefront, not in the theme editor. In the editor, a popup opens only while you select its block.
- You have not closed it before in this browser. Open a private window, or wait for the Popup frequency to pass.
- With Enable scroll based trigger, the page is long enough to scroll to Scroll position. On a page too short to scroll, a scroll-triggered popup never opens.
Why does my popup show only once?
Popup frequency is set to Show each month. In Combine 4.2.0 that option shows the popup once per browser: after the customer closes it, it never comes back. Pick Show each week or Show each day to show it again after that time.
Why does my popup show on every page?
The customer has not closed it yet. Combine starts counting Popup frequency only when the customer selects the popup's close button. A popup that is ignored, or left by following its link, shows again on the next page.
Why do several popups appear at the same time?
They have similar delays. Popups open in the same corner and stack on top of each other, so two popups with Show popup after set to 5 and 6 seconds appear almost together. Give them delays far apart, or show them on different pages with Visibility.
How do I see a popup again after closing it?
Open the store in a private browser window, or clear the site data of your store in your browser. Combine keeps the closed state in the browser's storage, per popup. Changing the popup's text does not reset it.
Why do I see two cookie banners?
Two tools show a banner. Shopify's own cookie banner, a cookie app, or both are on as well as the Cookies block of the Popups section. Keep one: turn off Shopify's banner in Shopify admin → Settings → Customer privacy, or delete the Cookies block.
Why does the cookies popup show to customers in every country?
Combine does not read Shopify's consent regions. The Cookies block shows to every customer who has not yet selected Accept all cookies or Decline all cookies, in every country. If you need a banner only in some regions, use Shopify's cookie banner or a cookie app instead of the Cookies block. See Cookie banner apps for GDPR compliance.
Why does the exit intent popup not show?
It needs a mouse and the storefront. The Exit intent popup opens only when the mouse moves up into the top 20 px of the browser window, so it never opens on phones and tablets, and never in the theme editor. Also check that Enable popup is on and that you have not closed it before in this browser.
Why does the age verification come back?
Combine shows it again 28 days after the customer selected the button, in each browser. A private window, another browser or cleared site data shows it again at once. The interval cannot be changed.
Related pages
- Popups section: the popup blocks and their settings.
- Age verification section: the age check popup.
- Exit intent popup section: the popup for customers about to leave.
- Cookie consent popup: Shopify's customer privacy settings.
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